Information Technology Service Management (ITSM) Program Specialist

Data-Core Systems, Inc. is a provider of information technology, consulting and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit .

Data-Core Systems Inc. is seeking Information Technology Service Management (ITSM) Program Specialist to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.

Responsibilities:

• Provide guidance, input, and recommendations on the prioritization of ITSM initiatives
• Analyze, guide, and promote operational efficiencies and strategic enhancement of the ServiceNow ITSM functions and capabilities
• Collaborate across decentralized, cross-functional ITSM teams to obtain consensus on updates and improvements to the change, problem, and incident processes
• Serve as a guardian of ITSM principles and processes to ensure related functions are being optimized and enhanced to utilize the capabilities of the ITSM platform
• Utilize experience with the ITIL framework to assess, develop, and advocate for practical ITSM maturity efforts
• Lead and participate in planning and prioritization planning and prioritizing ITSM enhancements to best serve the client
• Serve as a key contributor and collaborate with stakeholders in developing an ITSM platform roadmap/strategy planning
• Participate with key ITSM platform development resources in planning and deploying feature releases and upgrades
• Act as a liaison between IT stakeholders, ensuring a clear understanding of service management goals and requirements with related ITSM records
• Collaborate and coordinate with members of the IT Asset Management (ITAM) program for asset and Configuration Management Database (CMDB) related functions
• Mentor service management professionals, fostering a culture of continuous improvement and collaboration
• Recommend, monitor, and report on key performance indicators (KPI’s) related to service management processes to track process performance
• Lead the change and problem-management processes, ensuring adherence to standards and procedures

Education and Desired Skillset:

• Five (5) years minumum of expertise as ITSM specialist
• Three (3) years minimum as an ITSM Change Manager
• Experience implementing and leading a Change Advisory Board (CAB)
• Understanding of the ITSM process relationship with IT Asset Management (ITAM)

Additional beneficial skills include:

• ServiceNow platform experience in Project, Demand, Request, Change, Problem, and Incident, Software Asset Management Professional (SAMPro) and Hardware Asset Management Professional (HAMPro)
• Proven experience as a Problem Manager
• ITIL Certification
• Experience leading enhancements and updates with cross-functional teams
• Experience in managing multiple initiatives, establishing deadlines, and mitigating risks
• Organization Change Management (OCM)
• ServiceNow Certified Administrator (CSM)

We are an equal opportunity employer.